We measure more than just usability. We work with clients to measure everything from delight, loyalty, brand affinity, luxury, quality and even love.
While all of these concepts are related, they each measure slightly different aspects of the customer experience. Before measuring anything, especially a construct that’s not well defined or used in practice, we answer these five questions:
- How is this being measured already?
- What will we compare this to?
- How reliable and valid are the measures?
- How precise do we need to be?
- What will we do with the results?